Forgot my username and password

Not receiving the password reset email or can’t log in

Before you contact us, read below for possible reasons.

1. Incorrect username

Important: You will not see an error message or receive the password reset email if you enter the wrong username.

• Do not use your email address as the username. Enter the username provided when you created the AICIS Business Services account.
• Do not type “DMZPRD\” before your username and do not delete it when it appears. You must only type your username. The characters “DMZPRD\” is an automatic system-generated code and the system will not recognise your username if you manually type these characters or delete them.
• Remove blank spaces before or after your username.
• Type your username manually.
• Avoid using browser-saved passwords.

TGA Business Service (TBS) account holders: your AICIS Business Services username is different to your TBS username. Try using a different browser.

2. Locked out

If you fail to log in 3 times in a row, your account will be locked for 24 hours as a security measure. You will not see a message or receive an email about the lockout.

If this happens, we cannot override this. Wait for the lockout period to end before you reset the password again.

You can reset your password only once every 24 hours. Changed email address after creating the account.

3. Changed email address after creating the account 

If you have changed email addresses, you must submit a contact us form because you will not receive a password reset email. Select 'AICIS Business Services' as the topic and quote your business ID, which begins with the letters NIC followed by numbers (for example, NIC100000).

4. Password reset timing

Allow up to 20 minutes for the password reset email to arrive in your inbox.

Also wait 20 minutes after resetting your password before logging in. The new password may not work if you try to log in too soon after you request a password reset.

Password reset links can only be generated once per day and is only valid for 24 hours.

Still don’t get a password reset email?

Check your spam or junk mail. If it still hasn’t arrived, submit a contact us form and select 'AICIS Business Services' as the topic.

Forgotten your username

Your username is not your email.

All AICIS Business Services profile usernames are unique and generated by us. If you have forgotten your username, submit a contact us form and select 'AICIS Business Services' as the topic.

When you need to request a username

We generate your username when you first enrol in AICIS Business Services.

If you have a profile but never received a username, submit a contact us form and select the topic 'AICIS Business Services'.

Password policy and requirements

Your AICIS Business Services password expires after 3 months, in line with the Department of Health, Disability and Ageing's IT security policy. You must reset your password if you have not logged into AICIS Business Services for more than 3 months.

You can change your password only once per day.

Tip: set a calendar reminder to reset your password again in 3 months’ time.

Your password must:

• be minimum 14 characters and maximum 127 characters
• be different to your last 8 passwords
• not contain your account name
• not contain more than 2 consecutive characters of your full name.

Note: We cannot generate a password on your behalf for security reasons.

Password tips

Passphrase: We recommend using a passphrase, which are made up of 4 or more random words, making them longer than a traditional password. This makes them harder to guess but easy to remember. Passphrases should be long, unpredictable and unique.

Avoid browser-generated passwords: They may not meet our password policy requirements. We recommend using a combination of numbers, uppercase characters, lowercase characters and symbols. Your password may contain a mix of:

• English upper-case characters (A to Z)
• English lower-case characters (a to z)
• numbers (0 through 9)
• spaces and symbols such as @ # $ % ! ^ & * ( ) < > ? , ; . “ / \